The Associate Director - Operations has the oversight and leadership for all aspects of MedStar Operations, including the departments of Field Operations, Communications, Clinical Services & Education, Supply, Deployment/System Status Management, and Fleet Services. Emphasis is placed upon achieving clinical and operational performance and financial objectives while conducting oneself consistent with the Vision, Mission, and Values of MedStar. The Associate Director is second in the organizational hierarchy and acts on behalf of the Executive Director when required.

DUTIES

1.       Manage the overall direction of field operations with clear focus on the goal to meet the performance expectations of the EMS system and individual member cities, EPAB (Emergency Physician’s Advisory Board), and other stakeholders in the MedStar system

2.       Manage, lead, and facilitate day-to-day field operations functions

3.       Oversee the monitoring and enforcement of compliance with operational and clinical/Medical Director protocols and processes

4.       Collaborate and coordinate with all departments, including communications, billing/finance, medical records, human resources, clinical, and all other necessary departments

5.       Develop, monitor and guide the development of all team members; promote learning and knowledge through implementing educational and skill development programs that are in line with business needs

6.       Provide clear and consistent direction to staff regarding the organizational expectations and goals

7.       Establish effective operational policies, processes, programs, and strategies to ensure overall operational compliance, cost effectiveness, and efficient management

8.       Establish and ensure positive working relationships within MedStar, its Board of Directors, committees, EPAB, etc.

9.       Establish and ensure positive working relationships with fire, police, hospitals, physicians, nursing homes, any other healthcare providers, as well as regulatory entities

10.   Manage MedStar’s Disaster Emergency Operations Plan and coordinate operations during times of disaster

11.   Develop and manage the budgets for all assigned departments of MedStar operations

12.   Ensure compliance with all local, state, and federal employment laws and agency policies

13.   Ensure equitable, consistent, and timely application of all MedStar policies and procedures in a consistent basis and ensure this perception by employees

14.   Develop and monitor key performance indicators

15.   Identify and lead process improvement projects

16.   Maintain CAAS and communication “ Center of Excellence” accreditations

17.   Complete other projects and/or responsibilities as assigned by the Executive Director

QUALIFICATIONS

Required

1.       Bachelor’s degree from a regionally accredited four-year college or university

2.       Minimum of five years of senior EMS management/leadership experience in a system with both EMS transport (9-1-1 and interfacility) and communications responsibilities

3.       Previous experience managing high-performance EMS systems

4.       Previous management experience in a system with similar urban call volume as MedStar

5.       High level proficiency in organizational and clinical benchmarking (metrics)

6.       In-depth demonstrated knowledge of management, including planning, budgeting, motivation, group dynamics, decision making, organizing, and group organizational change

7.       In-depth knowledge and understanding of the elements of an EMS organization, including system design, organizational structure, resources, service delivery, and finance and planning

8.       Thorough understanding of event-driven deployment (a.k.a, deployment or system status management), shift schedules, unit hour production and utilization, and call demand analysis

9.       Knowledge and understanding of the theory and practice of human resource management, including recruiting/selection, compensation, performance management, federal labor and employment laws, training, coaching, and employee relations

10.   Demonstrated initiative and exercise of good judgment

11.   Excellent verbal, written, interpersonal communication and presentation skills

12.   Fundamental knowledge of EMS safety risks and prevention activities

13.   Fundamental knowledge of process improvement methodologies (e.g., Six Sigma)

14.   Knowledge of statistical process control charting

15.   Knowledge and understanding of project management

16.   Demonstrated a strong business acumen as well as substantial knowledge and expertise in the ambulance industry.  

17.   Ability to manage an interdisciplinary team of managers, guide priorities, ensure integration, and coach progress

Preferred

1.       Master’s Degree in management, administration, or other business-related discipline from a regionally accredited college or university strongly preferred

2.       Proven ability to transform the way people think about their jobs, the business and the client/customer

3.       Successful completion of an EMS Management program that meets or exceeds the American Ambulance Association and/or local specification requirement (completion of this program will be required within 18 months of employment)

4.       Previous or current certification as a paramedic  strongly preferred

5.       Previous or current certification as an emergency medical dispatcher

6.       Previous or current CPR, BTLS, and ACLS certifications

7.       Knowledge of Baldrige Health Care Criteria for Performance Excellence